Manage relationships with clients or customers in the creative industries
URN: SKSCMGS11
Business Sectors (Suites): Hair, Wigs, Make Up and Prosthetics for Productions ,Creative Media Generic Skills
Developed by: ScreenSkills
Approved on:
2024
Overview
This standard is about working collaboratively with clients or customers and building productive, enduring relationships with them to increase the chance of continuing work with you or use your services.
This standard could be used in all roles in the screen industries and also applies to wider creative industry roles for example theatre, live events, cultural heritage and design occupations.
Performance criteria
You must be able to:
- manage client or customer expectations of relationships and the work
- balance your input to client or customer relationships with your organisation’s resources, requirements and practices
- behave ethically in your dealings with clients or customers
- develop relationships that demonstrate trust, commitment and cooperation
- build rapport and communicate in a professional manner
- keep records of expectations, communication and agreed actions.
- make plans and deliver work in the timescale and manner agreed
- communicate changes in agreements to clients or customers
- identify individuals who are key decision makers and influencers within client or customer organisations
- promote to clients or customers ways they can gain added value from their relationship with your organisation
- establish professional relationships with key decision makers
- monitor and evaluate the effectiveness and profitability of relationships
- use feedback from clients or customers to maintain the quality and consistency of service
- deal with client or customer complaints or problems.
- feedback to others inside and outside the organisation on aspects of relationships relevant to them
- identify opportunities to develop new or existing client or customer relationships that will benefit your organisation
Knowledge and Understanding
You need to know and understand:
- client or customer needs and priorities and the markets they are in and how they generate income
- what can affect client or customer decision making and lead times including their organisational structure and internal processes
- your organizational procedures for developing client or customer relationships
- the impact of over-promising or acting for the short term on relationships
- the contribution that client or customer relationships make to the achievement of your organisation’s strategic aims and creative integrity
- the role of other areas of your organisation in managing client or customer relationships
- the benefits and disadvantages of different ways of communicating with people
- how to assess the risks and benefits of client or customer relationships
- how to identify opportunities to add value and save clients or customers money
- how to communicate adaptations to agreements and changes
- problem solving
- how to establish resources required to manage a client or customer relationship
- ways to identify and take opportunities when maintaining client or customer relationships
- when to communicate with other people or organisations to meet client or customer expectations
Scope/range
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Links To Other NOS
External Links
Version Number
3
Indicative Review Date
2027
Validity
Current
Status
Original
Originating Organisation
ScreenSkills
Original URN
SKSGS11
Relevant Occupations
Arts, Media and Publishing, Crafts, Creative Arts and Design, Design Associate Professionals, Marketing Associate Professionals, Media and Communication, Media Associate Professionals, Performing Arts, Technical Services and Distribution (Film & TV), Post Production Professionals, Sound Production Professionals (Film & TV), Animation Professionals, Physical Special Effects Professionals, Technical support roles for Sound Recording and Music Technology , Digital Marketing Occupations, Interactive Media Professionals, Games Professionals
SOC Code
Keywords
manage; clients; customers; expectations; strategic aims; creative integrity; relationships; build; creative industries;